Course Outline
1. Support Center Overview The Evolution of the Support Center
Role of Desktop Support Technician Support Center’s Role in the Business
2. Strategic Framework Strategic Perspective Service Level Agreements Standard Operating Procedures Business Alignment
3. Service Delivery Methods and Technology Service Delivery Methods Telephony Systems Service Management Systems
4. Support Center Processes and Operations IT Service Management
ITIL Service Support Security Management Knowledge Management Quality Assurance
5. Customer Management Skills Total Contact Ownership Procedures for Call Handling Procedures for On-site Visits
6. Communication Skills The Communication Process Cultural Sensitivity Vocal Elements Active Listening Body Language Incident Documentation Writing Skills
7. Problem-Solving and Troubleshooting Skills Problem-Solving and Types of Thinking Questioning Skills Solve Incidents with IMPACT Additional Customer Service Skills Root Cause Analysis
8. Maximizing Effectiveness Your Customer’s Psychological Needs
Handling Conflict Difficult Customer Behaviors Stress Management
Power of a Service Attitude Managing Your Use of Time

  • 10 Days
  • 0 Units
  • 0 Hrs

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WOOCS 1.1.8
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